At our practice we will endeavour to manage our appointments system to avoid delays in appointment times and minimise loss of surgery time through cancellations and failed appointments. In our practice we
• Communicate with patients in a courteous, friendly, professional manner
• Make sure that patients receive full information about our services, their treatment and its cost
• Refer patients for further professional advice and treatment where appropriate

In our practice we will endeavour to
• Ensure that patients should have to wait no longer than 15 minutes to be seen. Where there is a further delay we will explain the reasons.
• Remind patients of their appointment by phone, email or text 2days before their appointment.
• Monitor our waiting times for (i) treatment and (ii) for booking appointments
• Provide as much notice as possible when appointments have to be changed or cancelled and explain the reasons.
• Advise patients if there is a change of dentist.
• See emergency patients within 24 hours as far as reasonably practical, or refer patients to somewhere they can be seen

In return, we would like you to
• Advise us of any changes to your contact details (address, telephone numbers, e-mail) to help us keep our records up to date and ensure that we are able to contact you.
• Participate in your dental treatment, particularly any advice about prevention and diet that we have asked you to continue at home.
• Arrive on time for your appointment. Arriving a few minutes late has a snowball effect and makes us run late for the patients after you. We do not want to rush your treatment and we may need to ask you to rebook if you are more than 5 minutes late.
• Please consider the needs of other patients and give the practice at least 48 hours notice if you are unable to keep your appointment.
• For private patients: We will charge for missed appointments or appointments cancelled at short notice. The fee is £15 per 15 minutes. The practice cannot be responsible for individual travel arrangements and appointments missed due to transport problems or running late due to traffic or tube problems will still incur a fee. If you are sick and cannot attend your appointment, please let us know as soon as possible (you can leave us a voicemail out of hours) or email us to avoid a fee for a late cancellation.
• For NHS patients: If you miss an appointment on more than one occasion without letting us know, we will need to review future provision of treatment for you at the practice.
• Treat our staff with courtesy and respect. We operate a zero tolerance policy on abuse in line with NHS policy. This includes any threatening behaviour, physical abuse, verbal abuse, discrimination regarding race or gender or sexual orientation, and any other discrimination. Any patient found in breach of this policy will need to find alternative dental care.
In any case of fraudulent or criminal behaviour by patients, patients will need to find alternative care. This includes deliberately obtaining drugs for non-medical reasons, attempting to use the dentist to conceal or aid criminal activity and stealing from practice premises.

Canceling your appointment in advance allows us to help another patient, for example somebody in pain.
We encourage our patients to give feedback and, where they are unhappy, to make a complaint if we haven’t met their expectations. This is important to us because it helps us to improve the service we provide. Patients will not be discriminated against for making a complaint and it will not have a negative effect on their treatment. We take all complaints seriously, and aim to resolve matters quickly and to the satisfaction of the patient. Where it is requested, advice and advocacy support will be provided to those who require it. Even if it is not requested, we may offer to arrange such assistance where it appears to us that this may be appropriate in the circumstances.

Overall responsibility
The person with overall responsibility for dealing with complaints is the Complaints Manager. However, any patient wishing to make a complaint should not hesitate to raise the matter with any member of the practice team, as they prefer.

Complaints procedure
1. If a patient complains by telephone or in person, we will listen to their complaint and offer to refer them to the Complaints Manager immediately. If the Complaints Manager is not available at the time, we will advise the patient when they will be able to talk to the Complaints Manager and make arrangements for this to happen. The member of staff will take brief details of the complaint to pass to the Complaints Manager and provide the patient with a copy. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
2. If a patient complains in writing or by e-mail, it will be passed immediately to the Complaints Manager.
3. If a complaint is about any aspect of clinical care or associated charges, it will usually be referred to the dentist concerned, unless the patient does not want this to happen.
4. We will acknowledge the patient’s complaint in writing and enclose a copy of this policy as soon as possible, normally within 3 working days. We will offer to discuss the complaint at a time agreed with the patient, and confirm how the patient would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to complete. If the patient does not wish to discuss the complaint further, we will still inform them of the expected timescale for completing the investigation.
5. We will seek to agree a date for the response, allowing time for the complaint to be thoroughly investigated. Should the investigation take longer than anticipated, we will keep the patient informed as to the progress of the investigation every 10 working days either in letter or email.
6. When we have completed our investigation, we will provide the patient with a full written response, which will include an explanation of how we considered the complaint, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action taken and whether further action will be taken.
7. If the patient remains dissatisfied we are more than willing to investigate their concerns further.
8. Proper and comprehensive records will be kept of any complaints received and the action we take. These records will be reviewed to ensure that we take every opportunity to improve our service. These records will be kept separately from the patient’s clinical notes.
9. In the event that a patient makes a complaint or commences/threatens to commence legal process(es) against the practice, we may need to provide information about the patient and the treatment they have received to our dental defence organisation, insurers and legal advisers in accordance with our Data Protection Privacy Notice.
10. Following the above, if local resolution has not or cannot be achieved, the complaint may be referred to a third party. Please let us know if you require a large print version of this document.
We are Leyton Dental Surgery, and our registered address is 724 High Road Leyton London E10 6AA.
We are committed to ensuring that your privacy is protected. We comply with the General Data Protection Regulation ((EU) 2016/679) (“GDPR”) unless and until the GDPR is no longer directly applicable in the UK, together with any national implementing laws, regulations and secondary legislation as amended or updated from time to time in the UK, and any successor legislation to the GDPR and the DPA (together “Data Protection Legislation”). We are the data controller of data you pass to us pursuant to this policy. Our Data Protection Officer can be contacted at info@leytondental.com.
This Privacy Policy [together with our website terms and conditions and Cookie Policy] sets out how we collect personal information from you and how the personal information you provide will be processed by us. By visiting the website at www.leytondental.com (the “Website”) you are accepting and consenting to the practices described in this Privacy Policy. If you do not consent, please do not submit any personal data to us.

What information does Leyton Dental Surgery hold and how will we use it?

Information you give Leyton Dental Surgery
You may give us information about you by completing enquiry forms on the website or by requesting via the website that we send you marketing information. The information you give us may include your name, email address, address/location and phone number [This does not include all personal data processed by Leyton Dental Surgery but only personal data it collects through its website].
We will retain this information while we are corresponding with you or providing services to you or to a Patient you represent. We will retain this information for up to 10 years.

Information Leyton Dental Surgery collects about you
Leyton Dental Surgery may collect the following information from you when you visit the website:
• Technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform; and
• Information about your visit, including the full Uniform Resource Locators (URL), clickstream to, through and from the website (including date and time), products you viewed or searched for, page response times, website errors, length of visits to certain pages, page interaction information, methods used to browse away from the page and any phone number used to call our helpline
We retain this information for no longer than 2 years.

Information we receive from other sources:
This includes information we receive about you when you use other websites operated by us or other services we provide. This information may include your name, email address, postal address and phone number. We will retain this information for no longer than 10 years.

The Website uses cookies to distinguish you from other users of the website. For detailed information on the cookies we use and the purposes for which we use them, please see our Cookie Policy

Use Made of the Information
Leyton Dental Surgery may use the information we receive and/or collect about you to:
• Fulfil our obligations under any contract that we have entered into with you or with a Patient that you represent, and to provide you or the relevant Patient with information or services that you or the Patient has requested
• Send you newsletters and marketing information if you have consented to us doing so
• Notify you of products and services that we feel may interest you, or permit third parties to do so if you have provided the appropriate consent
• Monitor website usage and provide statistics to third parties for the purposes of improving and developing the website and the services we provide via the website

Leyton Dental Surgery processes personal information for certain legitimate business purposes, which include some or all the following:
• Where the processing enables Leyton Dental Surgery to enhance, modify, personalise or otherwise improve the website, its services or communications
• To identify and prevent fraud
• To enhance the security of the network and information systems of Leyton Dental Surgery
• To better understand how people interact with the websites of Leyton Dental Surgery
• To administer the website and carry out data analysis, troubleshooting and testing; and
• To determine the effectiveness of promotional campaigns and advertising

If we obtain consent from you to do so, we may provide your personal details to third parties so that they can contact you directly in respect of services in which you may be interested.
Where we are processing personal data that we have obtained via the website on the basis of having obtained consent from you, you have the right to withdraw your consent to the processing of your personal data at any time. If you would like to withdraw your consent or prefer not to receive any of the above-mentioned information (or if you only want to receive certain information from us) please let us know by contacting us via email on info@leytondental.com. Please bear in mind that if you object, this may affect our ability to carry out the tasks above for your benefit.
If you wish to have your information removed from our database or if you do not want us to contact you for marketing purposes, please let us know by emailing at info@leytondental.com and we will take steps to ensure that this information is deleted as soon as reasonably practicable.
We will not share, sell or distribute any of the information you provide to us (other than as set out in this policy) without your prior consent, unless required to do so by law.

Third Party Sites
Our website may contain links to third party websites, including websites via which you are able to purchase products and services. They are provided for your convenience only and we do not check, endorse, approve or agree with such third-party websites nor the products and/or services offered and sold on them. We have no responsibility for the content, product and/or services of the linked websites. Please ensure that you review all terms and conditions of website use and the Privacy Policy of any such third-party websites before use and before you submit any personal data to those websites.

How Safe is your Information?
Protecting your security and privacy is important to us and we make every effort to secure your information and maintain your confidentiality in accordance with the terms of the Data Protection Legislation. The website is protected by various levels of security technology, which are designed to protect your information from any unauthorised or unlawful access, processing, accidental loss, destruction and damage.
We will do our best to protect your personal data but the transmission of information via the Internet is not completely secure. Any such transmission is therefore at your own risk.

Disclosure of your Information
We may share your personal information with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the Companies Act 2006. We may share your information with selected third parties including:
• Business partners, suppliers and sub-contractors for the performance of any contract we enter with them or you
• Third parties who may wish to contact you in respect of services or products they offer or sell which may be of interest to you, provided we receive your consent to such disclosure; and/or advertisers and advertising networks that require the data to select and serve relevant adverts to you and analytics and search engine providers that assist us in the improvement and optimisation of the website

Please note we may need to disclose your personal information where we:
• Sell any or all our business or assets or we buy another business or assets in which case we may disclose your personal data to the prospective buyer or seller
• Are under a legal duty to comply with any legal obligation or to enforce or apply our terms and conditions; or
• Need to disclose it to protect our rights, property or the safety of our customers or others, including the exchange of information with other companies, organisations and/or governmental bodies for the purposes of fraud protection and credit risk reduction

Your Rights in Respect of your Data
If any of the information you provide to us via the website changes, please let us know as soon as possible so that we can make the necessary changes to the information we hold for you on our database. If you wish to make any changes to your information, please contact us via email at info@leytondental.com.
If you wish to access or rectify the information we hold about you, or request that such information be transmitted directly to another data controller, please contact us via email at info@leytondental.com. We shall process your request to access your information within one month of receipt, or we'll let you know within that timeframe if we need more information from you. We will process your request free of charge.
To request that your information is deleted or if you wish to restrict or object to the processing of your information, please contact us via email at info@leytondental.com.
If you have any complaints about our use of your personal data, please contact us. You also have the right to complain to the relevant supervisory authority in your jurisdiction. In the UK, the supervisory authority is the Information Commissioner's Office. Contact details for the ICO can be found at https://ico.org.uk/.
If you have any further queries or comments on our Privacy Policy, please contact us by emailing info@leytondental.com. We also welcome your views about our website and our Privacy Policy
Cookies are small text files which a website may put on your computer or mobile device when you first visit the website. The cookies will help the website recognise your device the next time you visit. Web beacons or other similar files can also do the same thing. We use the term “cookies” in this policy to refer to all files that collect information in this way.
We use cookies to distinguish you from other users of the website. This helps us to provide you with a good experience when you use the website and also allows us to improve the services we provide to you.

We use the following cookies:
• Strictly necessary cookies. These are cookies that are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Disabling them may mean you are not able to access parts of our website.
• Functionality cookies. These cookies are used to recognise you when you return to our website and to remember changes you have made to things such as text size, fonts and other parts of the website you can change so we can personalise our content for you.

[Please note that third parties (such as advertising networks and providers of external services) may also use cookies on the website, over which we have no control. These cookies are likely to be analytical cookies, performance cookies or targeting cookies. Most browsers accept cookies automatically, but you can change your cookie preferences by adjusting your browser settings to refuse the setting of all or some cookies if you prefer. You can usually do this by visiting the “options” or “preferences” menu on your browser. Please note, however, that if you do this and choose to block all cookies (including essential cookies) we cannot guarantee that your experience will be as fulfilling as it would otherwise be, and you may not be able to access all or parts of our website.

Where we collect personal data as part of our use of cookies on the website, we will do so in accordance with our Privacy Policy
Terms of Use ("Terms")
Last updated: 24th February 2020
Please read these Terms of Use ("Terms", "Terms of Use") carefully before using the http://www.leytondental.com website (the "Service") operated by Leyton Dental Surgery ("us", "we", or "our").
Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the Service.
By accessing or using the Service you agree to be bound by these Terms. If you disagree with any part of the terms then you may not access the Service.

We may terminate or suspend access to our Service immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms.
All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.

All Content included on the website is the property of Leyton Dental Surgery. In these terms and conditions, content means any text, graphics, images, audio, video, software, data compilations, page layout, underlying code and software and any other form of information capable of being stored in a computer that appears on or forms part of this Website. You must not otherwise reproduce, modify, copy, distribute or use for commercial purposes any content without the written permission of Leyton Dental Surgery.

Links To Other Web Sites
Our Service may contain links to third-party web sites or services that are not owned or controlled by Leyton Dental Surgery. Leyton Dental Surgery has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party web sites or services. You further acknowledge and agree that Leyton Dental Surgery shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on or through any such web sites or services.

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material we will try to provide at least 30 days' notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

Contact Us
If you have any questions about these Terms, please contact us on info@leytondental.com
The information contained in this website is for general information purposes only. The information is provided by Leyton Dental Surgery and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk
In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
Through this website you are able to link to other websites which are not under the control of Leyton Dental Surgery. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.
Every effort is made to keep the website up and running smoothly. However, Leyton Dental Surgery takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.
Our practice is dedicated to creating a safe environment with safe working practices to protect patients and staff. We regularly review all our policies and practices, to ensure we stay in line with current regulations and scientific research.

At Leyton Dental Surgery:
has overall responsibility for Health and Safety. She can be contacted at info@leytondental.com
All staff are regularly trained in infection control, medical emergencies, Basic Life Support and Safeguarding children and vulnerable adults. We have regular meetings and appraisals to ensure everyone is up to date and aware of their roles and responsibilities
We carry out risk assessments to ensure we identify and eliminate or minimise any risks to staff and patients
All staff follow the practice policy on safeguarding children and vulnerable adults
We maintain a high standard of infection control and hygiene, following Department of Health guidelines
We decontaminate the surgeries in between each patient, and use only instruments that are single use or sterilised after each use
We handle and dispose of all clinical and domestic waste according to current guidelines and regulations
We monitor practice water for quality and disinfect the dental unit waterlines daily
We have a policy in place to minimise the risk of fire, and to promote fire safety. We also have regular staff training on what to do in the unlikely event of a fire.
We maintain and service our equipment to the manufacturer's guidelines or current regulations
We maintain all our x-ray equipment according to current guidelines, and staff responsible for taking x-rays receive regular training on radiation safety. We regularly monitor the quality of the x-rays we take, and we act to promote radiation safety in our practice.

For a copy of our full Health and Safety Policy or to raise any concerns, please ask any member of staff or contact our Practice Manager via email on info@leytondental.com.
When Leyton Dental Surgery processes your personal data we are required to comply with the Data Protection Act 2018 (“DPA”) up to and including 24 May 2018, and from 25 May 2018, the General Data Protection Regulation 2016 (“GDPR”) (the DPA and GDPR are together referred to as the “Data Protection Legislation”).
Your personal data includes all the information we hold that identifies you or is about you, for example, your name, email address, postal address, date of birth, location data and in some cases opinions that we document about you, as well as special categories of data including but not limited to medical and health records, care plans and information about your religious beliefs, ethnic origin and race and sexual orientation. Everything we do with your personal data counts as processing it, including collecting, storing, amending, transferring and deleting it. We are therefore required to comply with the Data Protection Legislation to make sure that your information is properly protected and used appropriately. This data privacy notice provides information about the personal data we process, why we process it and how we process it.

Our responsibilities
is the data controller of the personal data you provide. We have appointed Tasneem Ali as Data Protection Officer, and she will have day to day responsibility for ensuring that we comply with the Data Protection Legislation and for dealing with any requests we receive from individuals exercising their rights under the Data Protection Legislation.

Why do we process your personal data?
We process your personal data in order to provide you with the services you have requested, to fulfil the contract we have entered into with you and/or to receive services or goods from you. We may also process your personal data to respond to any queries or comments you submit to us and to correspond with you on a day to day basis.
We may need personal data from you to be able to provide services to you, to meet our legal obligations, to enter into a contract with you and/or to provide you with all the information you need. If we do not receive the personal data from you, we may be unable to fulfil our obligations to you.
We process most of your information on the grounds of consent from you, legitimate interests such as providing your NHS or private dental care, performance of a contract we have entered into with you, protection of the vital interests of a Data Subject or, in the case of special categories of data, processing for the provision of health or social care or treatment or the management of health or social care systems or services.
If we obtain consent from you to the processing of your personal data, you can withdraw your consent at any time. This won’t affect the lawfulness of any processing we carried out prior to you withdrawing your consent.

Who will receive your personal data?
We only transfer your personal data to the extent we need to. Recipients of your personal data include:
• NHS Business Service Authority
• Secondary and Tertiary (Hospital) referral centres
• CQC (Care Quality Commission)
We don’t transfer your personal data outside of the

How long will we keep your personal data?
We will retain your personal data for 10 years. We retain your information for this period in case any issues arise or in case you have any queries. Your information will be kept securely at all times. Following the end of the ten year period, your files and personal data we hold about you will be permanently deleted or destroyed. If we are required to obtain your consent to process your personal data, any information we use for this purpose will be kept until you withdraw your consent, unless we are entitled to retain the personal data on the basis of other grounds set out in the Data Protection Legislation.

What are your rights?
You benefit from a number of rights in respect of the personal data we hold about you. We have summarised the rights which may be available to you below, depending on the grounds on which we process your data. More information is available from the Information Commissioner’s Office website (https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/). These rights apply for the period in which we process your data.

1. Access to your data
You have the right to ask us to confirm that we process your personal data, as well as having the right to request access to/copies of your personal data. You can also ask us to provide a range of information, although most of that information corresponds to the information set out in this fair processing notice.
We will provide the information free of charge unless your request is manifestly unfounded or excessive or repetitive, in which case we are entitled to charge a reasonable fee. We may also charge you if you request more than one copy of the same information.
We will provide the information you request as soon as possible and in any event within one month of receiving your request. If we need more information to comply with your request, we will let you know.

2. Rectification of your data
If you believe personal data we hold about you is inaccurate or incomplete, you can ask us to rectify that information. We will comply with your request within one month of receiving it unless we don’t feel it is appropriate, in which case we will let
you know why. We will also let you know if we need more time to comply with your request.

3. Right to be forgotten
In some circumstances, you have the right to ask us to delete personal data we hold about you. This right is available to you:
• Where we no longer need your personal data for the purpose for which we collected it
• Where we have collected your personal data on the grounds of consent and you withdraw that consent
• Where you object to the processing and we don’t have any overriding legitimate interests to continue processing the data
• Where we have unlawfully processed your personal data (i.e. we have failed to comply with GDPR); and
• Where the personal data has to be deleted to comply with a legal obligation
There are certain scenarios in which we are entitled to refuse to comply with a request. If any of those apply, we will let you know.

4. Right to restrict processing
In some circumstances, you are entitled to ask us to suppress processing of your personal data. This means we will stop actively processing your personal data but we don’t have to delete it. This right is available to you:
• If you believe the personal data we hold isn’t accurate – we will cease processing it until we can verify its accuracy
• If you have objected to us processing the data – we will cease processing it until we have determined whether our legitimate interests override your objection
• If the processing is unlawful; or
• If we no longer need the data but you would like us to keep it because you need it to establish, exercise or defend a legal claim

5. Data portability
You have the right to ask us to provide your personal data in a structured, commonly used and machine-readable format so that you are able to transmit the personal data to another data controller. This right only applies to personal data you provide to us:
• Where processing is based on your consent or for performance of a contract (i.e. the right does not apply if we process your personal data on the grounds of legitimate interests); and
• Where we carry out the processing by automated means
We will respond to your request as soon as possible and in any event within one month from t
he date we receive it. If we need more time, we will let you know.

6. Right to object
You are entitled to object to us processing your personal data:
• If the processing is based on legitimate interests or performance of a task in the public interest or exercise of official authority
• For direct marketing purposes (including profiling); and/or
• For the purposes of scientific or historical research and statistics
In order to object, you must have grounds for doing so based on your particular situation. We will stop processing your data unless we can demonstrate that there are compelling legitimate grounds which override your interests, rights and freedoms or the processing is for the establishment, exercise or defence of legal claims.

Automated decision making
Automated decision making means making a decision solely by automated means without any human involvement. This would include, for example, an online credit reference check that makes a decision based on information you input without any human involvement. We don’t carry out any automated decision making using your personal data.

Your right to complain about our processing
If you think we have processed your personal data unlawfully or that we have not complied with GDPR, you can report your concerns to the supervisory authority in your jurisdiction. The supervisory authority in the UK is the Information Commissioner’s Office (“ICO”). You can call the ICO on 0303 123 1113 or get in touch via other means, as set out on the ICO website - https://ico.org.uk/concerns/.

Any questions?
If you have any questions or would like more information about the ways in which we process your data, please contact the Practice Owner/Principal Dentist, Leyton Dental Surgery, 724 High Road, London E10 6AA, 0208 539 6022.